Change management helps organizations transform their goals, processes, or
technologies. Change management aims to implement strategies to control and
assist people in adapting to change. One of the main objectives of IT change
management is to make services more available, especially those critical to business
stability and growth. It is not feasible to use the "if it ain't broke, don't fix it" approach
since periodic changes (repairs, upgrades, updates, etc.) are necessary for the
normal operation of the infrastructure. And to control these actions and prevent
catastrophic consequences, it is essential to implement change management
(Lawton, 1).
Companies usually use a set of key performance indicators (KPIs) to measure each
team's success in the change management process. For example, post-change
evaluation feedback, average change completion duration between the change
request and change closure, unplanned outages due to changes, unauthorized
change activity, etc. Then, the change manager checks change for accessibility and
